Midlands Management & Leadership Training Courses

Category: Ebooks

Customer Service Ebook

Everyone receives and delivers customer service every day of the week - in shops; hospitals; offices; restaurants; on the telephone to customer service departments; doctors; vets; care homes. Even the quality of support received from internal colleagues and other departments at our workplace can be included.

This e-book helps customer service providers understand the importance of their role and develops essential skills required to deliver superior customer service skills i.e. service that doesn’t just satisfy, it delights! - creating warm feelings in recipient’s minds about the service.

PDF Version

£6

Microsoft Version

£100

Preview EBook

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What the 84-page Customer Service skills ebook covers

Know the role of the effective service provider
Appreciate the principles of customer service
Be aware of own first impressions made on people
Define the true meaning of ‘communication’
Understand the reasons why communication is misinterpreted between people in organisations
Understand the key behaviours for superior performance
Know best practice tips on emailing
Understand the impact body language can make on the telephone
Be more skilled at using the telephone
Understand the 4 P’s of voice
Understand the behaviours associated with active listening
Improve your listening skills
Understand the meaning of the word ‘assertive’
Be assertive with others, including saying no effectively, disagreeing positively and dealing with difficult customers
Handle irate customers with confidence

E-books are available in 2 formats: PDF format version for one-person use or Microsoft Word version for multiple copying rights and permission to amend materials. Great for the organisation that wants to offer cost effective training to a number of staff.The Customer Service ebook is emailed to Buyers within a maximum of 24 hours of payment being received. 95% of products are emailed within the hour.

Costs

Products are subject to our Terms of Business. Please read prior to purchase. Pay online via credit/debit card/paypal by clicking the button below (PayPal account not essential). To pay by cheque or be invoiced, download our order form from Terms of Business.

PDF Version

£6

For one-person use. Copyright restrictions apply.

Microsoft Version

£120 inc% VAT

For multiple copying/ permission to amend content/ permission to host on organisation’s website/intranet. Ideal for corporate organisations to make available to a number of staff.